Assc Dir-Customer Success Manager-Banking Segment

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are -with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

· Communication and Relationship Management - Excellent verbal/written communication and presentation skills. Strong relationship building skillset for direct business-to-business client facing, within banking, asset management, SaaS, commercial data, analytics, regulatory or finance industry, is required.

· Analytical and/or Strategic Thinking – Thinks strategically and act globally to achieve customer success. Driven by helping team members achieve the greatest outcome, with new solutions. Strong knowledge of the Compliance and Third Party Risk Management workflows within a Bank, Non-Bank Financial Institution Asset Management and/or Digital Currency firm is required.

• Poject and Team Leadership – Outcome and result driven team leader, with the ability to motivate and drive objectives. Prior experience leading direct teams is preferred, but not required.

· Culture of Excellence (COE) – Collaborates with purpose with both internal peers, as well as with external stakeholders. Always acts with integrity, respect and responsiveness to team member and customer needs.

· A Moody’s employee at this level would typically have 10+ years’ experience working in direct business-to-business client facing roles with experience within a SaaS, commercial data, analytics, regulatory or finance industry.

· Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases.

· Ability to present high-level information as well as detailed demonstrations of products & services.

· Excellent verbal/written communication and presentation skills.

· Ability to work both independently and within a team environment, with focus and high attention to detail.

Education

· Undergraduate/first-level degree (e.g., Bachelor’s degree) required, with coursework in business, economics, finance, marketing or related fields.

Responsibilities

Customer Success Management (CSM) is fundamental to the growth of the Moody’s business. Through proactive customer engagement, the CSM executives drive customer retention as well as identifying expansion opportunities for MA sales. We are looking for a Customer Success leader who can support the CSM team to be true customer advocates, resolve challenges and proactively empower clients to achieve their desired outcomes with Moody’s solutions.

Close collaboration with sales colleagues and other internal stakeholders will be required to develop client strategies and map the customer journey to achieve their desired outcomes. Coordination with other MA segment teams will also be required as well as with key Corporate & Government departments such as Customer Support, Product, Engineering and Solution Delivery. Additionally, the role focuses on improving the overall customer experience and required continuous assessment of client health and providing strategic guidance and product training as needed.

· Strategically oversee the Corporate & Government CSM team responsible for retention of customers, maintaining satisfaction and loyalty, and providing best in class service. This position drives customer-focused retention efforts to assist the sales and customer service organization in meeting targets related to customer interactions, revenue, and sales.

· Ensure key processes and procedures are adhered to and provide help and feedback to the team to aid in their development.

· Provide a deep understanding of the customer’s industry segment and applicable workflow(s) to support the CSMs in their management of our customers and regular engagements. Attend internal and customer meetings to provide support and ensure a successful customer outcomes.

· Identify knowledge gaps within the team and suggest recommendations for training to address gaps and support development of individuals.

· Develop staffing strategies, recruiting, hiring, and training of teams to optimize department performance.

· Manage account territory assignments through an understanding of the sales renewable base, contract and users counts.

· Maintain and track the daily activities, performance, and production level of associates through effective reporting and analysis. Responsible for ensuring the teams meet their activity targets and goals.

· Provide continuous feedback and coaching on performance and employee development to achieve departmental goals; ensure the completion of all assigned duties and responsibilities of all subordinates.

· Create an environment that fosters teamwork and accountability and positively impacts the customer experience.

· Develop action plans to drive employee engagement.

· Maintain, develop and document department policies, practices and procedures.

· Responsible for managing the expense budget for the team.

· Some travel will be required.

About the team

Customer Engagement

Our team drives engagement through purposeful and value-based interactions with our clients. We aim for our clients to recognize value and confidence in our solutions, resulting high levels of retention, satisfaction and confidence. Through deep relationships, we bring the voice of the customer to the center of MA’s business strategies and identify new opportunities for expanded . We strive to be the model of collaboration and partnership with our colleagues, and we create an environment that engages individuals. Our mission is to Maximise Customer Connection and Loyalty by,

• Deeply understanding their desired workflow outcomes
• Growing the team’s talent & investing in careers
• Being an industry model in customer centricity

We strive to be an industry leading organization with our customers’ needs at the center of everything we do. Our department client base focuses on corporates, government, and professional services firms; and extends to services banks, financial institutions and insurers. As the bridge between our product teams and customers, we build mutually rewarding relationships that allow us to deliver the best solution for each customer challenge. An organization of motivated, curious, and teamwork-oriented people, we let our Customer passion drive our business forward

For US-based roles only: the anticipated hiring base salary range for this position is $118,300.00 - $171,700.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement. Click here to view our Notice to New York City Applicants.
Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.